Arlo pro 2 owner, can't login due to no subscription

[quietrack1]

Hello,

I purchased Arlo Pro 2 years ago with free 7 days free storage. However, I can't login to Arlo App for a while. I thought I should be grandfathered in the 7 days free storage plan?

Anyone could help me? 

Thank you!

[quietrack1]

Hello 

I found that I can log in via Chrome on my desktop and view the camera. However, I cannot log in from Chrome or from the Arlo Secure App on my smartphone. It shows no subscription on Chrome on my smartphone. And the Arlo Secure App showed 2 options: "Log in again", and " Log out".  

Can anyone help me view the cameras on my smartphone?

Thank you very much!

[TomMac]

The Pro/Pro2 cameras still have the 7 day free recording ( along with other legacy cameras ).

If you haven't used the app account in a while, that may be the issue ... try and sign in via computer at 

my.arlo.com

[quietrack1]

Hello,

I can log in successfully via Chrome on my desktop (my.arlo.com) and access my cameras without any problems. However, I’m unable to log in through the Arlo Secure app on my smartphone.

Could you please assist me in resolving this issue?

I’d appreciate your help.

[StephenB]

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@quietrack1 wrote:

I can log in successfully via Chrome on my desktop (my.arlo.com) and access my cameras without any problems. However, I’m unable to log in through the Arlo Secure app on my smartphone.

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How does it fail?

[jguerdat]

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@quietrack1 wrote:

Hello 

I found that I can log in via Chrome on my desktop and view the camera. However, I cannot log in from Chrome or from the Arlo Secure App on my smartphone. It shows no subscription on Chrome on my smartphone. And the Arlo Secure App showed 2 options: "Log in again", and " Log out".  

Can anyone help me view the cameras on my smartphone?

---

Use of a mobile browser is problematic. At least on Android, you can set the browser to use the desktop version in the settings for the Arlo site (I don't think this works on iOS). However, that's still using a browser so doesn't help with the app.

What happens when you choose Log in Again? Have you also tried the logout option to see if you can then log in? If it may help, post screenshots of the various login screens.

[quietrack1]

Hello,

Here is a screen recording of the login issue:

When I try to log in, the app does not respond. If I close the app and reopen it, I receive an “Authentication failed” message.

For reference, I am able to log in successfully via Chrome on my desktop without any issues.

Could you please help me resolve this and regain access through the app?

Thank you.

[StephenB]

What happens if you enter the password manually?

[quietrack1]

Here is the video when I inserted the password manually:

It still doesn't work.

[StephenB]

Did you try removing and reinstalling the app?

[quietrack1]

• Yes, I did. I still can't log in.

[BrookeN]

Delete the app from your phone, restart the device you are using and then install the app. If you are auto filling in the password and email address try typing it out instead. Also, please try resetting the password and then try again. 

[quietrack1]

Hello
I deleted and reintallled the app, typed the username and password, reset the password, and restarted the smartphone.  None of them works. I still cannot log in into the app. 

What should I do next?

Thank you!

[BrookeN]

Can you please send me a dm with a good phone number as well as a good time to call. You send a dm by clicking on the envelope icon on the top right of the forum page.If you don't see it, then go into your profile settings and select preferences, then "Private Messenger." Then select "Turn on private messages" if it is turned off. 

[quietrack1]

Dear Sir,
I would like to sent you a direct message, but it shoed "You have reached the limit for number of private messages that you can send for now. Please try again later."

I removed the Pro 2 camera and attempted to reconnect it to my older NETGEAR base hub by pressing the sync buttons on both the hub and the camera (the camera was flashing blue). However, I’m now unable to see the camera through the Arlo web portal via Chrome. Unfortunately, the situation seems to have gotten worse.

[StephenB]

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@quietrack1 wrote:

I removed the Pro 2 camera and attempted to reconnect it to my older NETGEAR base hub by pressing the sync buttons on both the hub and the camera (the camera was flashing blue).

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Try again, but this time use "add device" in the app or my.arlo.com

[quietrack1]

Dear Sir,

I removed the Base Hub (NETGEAR VMB3000) and tried to add it back. However, the Base Hub could not be discovered via my.arlo.com. 

https://n.uguu.se/NeqGwqMt.jpg

https://d.uguu.se/nbTktbnC.png

I also reset the Base Hub by clicking the reset button, and it didn't work.
Base Hub appears in the router client list, so it's online. 

What should I do now?

[StephenB]

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@quietrack1 wrote:

https://n.uguu.se/NeqGwqMt.jpg

https://d.uguu.se/nbTktbnC.png

FYI, I can't see these.  If you like, consider adding them using the camera icon in the toolbar.

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@quietrack1 wrote:

I also reset the Base Hub by clicking the reset button, and it didn't work.
Base Hub appears in the router client list, so it's online. 

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What is the status of the base LEDs?  (Please use the names, not the position - I don't have this base, so the position isn't helpful).

[quietrack1]

Dear Sir

I would like to show you the pictures of 1. VMB3000 information, 2. VMB3000 current LED lights, and 3. VMB3000 cannot be discovered. 

The base LEDs shows: POWER: Green, INTERNET: Green, Camera: Amber, HOUSE with WIFI: OFF, USB sign: Off

Thank you.

[StephenB]

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@quietrack1 wrote:

The base LEDs shows: POWER: Green, INTERNET: Green, Camera: Amber,

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And it was removed from your account?

[quietrack1]

Yes, sir.

I tried resetting the VMB3000 and turning it off and on, but it still couldn't be found.

[StephenB]

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@quietrack1 wrote:

Yes, sir.

I tried resetting the VMB3000 and turning it off and on, but it still couldn't be found.

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I'm tagging the mods - @BrookeN , @JamesC , @ShayneS - in hope that one of them can help.

[quietrack1 · Accepted solution]

Hello Sir

I finally decided to create a new account with another email and reset the VMB3000 again. And then the VMB3000 was found! Everything works now.

Thank you for the help. 

[BrookeN]

Thank you for updating us, I am glad you were able to get it working. Have a great rest of your week.